innDex is a construction technology startup, based in the UK (currently operating in the UK, Europe, UAE, US and Australia), founded by Civil Engineers. As we are seeing rapid growth, we are now on the hunt for more amazing colleagues, who can join us on our mission to help modernise the industry.
You will join us at an exciting stage of our growth. Applicants who come onboard now will have the chance to shape the future of innDex. Having the right people, who are just as passionate and eager as we are to make a difference is super important.
We are currently seeking an ambitious and motivated customer success co-ordinator to join our team @ innDex. Reach out if you’re a problem solver, never hesitating to roll up your sleeves and get stuck in, using your initiative at every opportunity to deliver solutions and make processes leaner.
We are keen to hear back from applicants who have construction experience, perhaps you’re a Civil Engineer who has had experience on site as a site engineer / section engineer or similar previously and are now looking for new challenges and opportunities within construction technology. We would also consider applicants who have SAAS Customer account management experience (exclusively in the ConTech environment), Working in account management, Customer Success or another client-facing role.
You will be spending time with our clients both remotely, in client offices and on site, ensuring they are utilising the innDex platform to the maximum, are making the most out of their subscriptions and that they are looked after properly.
– Previous industry experience essential
– Full clean UK driving licence
– Construction software knowledge/passion preferred
– CRM experience preferred
Main Responsibilities (Full Roles & Responsibilities matrix to be developed in collaboration during the first few months):
Customer Engagement & Relationship Management
– Build and maintain strong relationships with project and enterprise clients through regular communication and check-ins.
– Support periodic reviews to assess customer satisfaction and identify growth opportunities.
– Work closely with the onboarding team to ensure a seamless transition from the trial phase to full implementation.
Customer Health Monitoring & Issue Resolution
– Provide first-line support by addressing customer inquiries and troubleshooting issues.
– Escalate more complex issues promptly to the CSM or other relevant teams for resolution.
– Oversee the existing support functions and proactively seek areas for enhancement.
Product Knowledge & Advocacy
– Stay up-to-date with all features and updates of the innDex platform to maintain an in-depth product knowledge.
– Create, update, and enhance educational resources (e.g., webinars, FAQs, video tutorials) to empower customers
– Effectively communicate product improvements and benefits to customers to encourage adoption.
Upselling & Expansion Support
– Identify opportunities for upselling and cross-selling, working with the CSM to expand existing accounts.
– Help identify accounts that are suitable for transition from project-based to enterprise-level engagement.
– Assist in managing contracts and customer renewals, proactively addressing any concerns prior to renewal time.
Customer Education & Training
– Organise and deliver training sessions to customers, helping them understand and fully leverage the platform.
Collaboration with Wider Teams
– Collaborate with internal teams (e.g., Development, Marketing) to drive business improvements.
– Work with Product teams to gather customer feedback on new features, helping ensure product updates align with customer needs.
innDex is constantly pushing the boundaries within the construction industry; this doesn’t stop at technology. Inclusion and diversity is very important to us and we would love to continue reflecting this within our workforce.
innDex – Powerful ConTech, made easy
